Accenture Global Services Gmbh

Accenture Global Solutions Limited

Danilo Rizzo

Davide Guglielmo Bellini

Matteo Maga

Simone Miraglia

The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.

Next best action method and system

A device may receive data from a data source and identify attributes included in the received data. The device may provide, to a user device, a user interface providing user interface elements that enable, by interaction with the user interface elements, selection of at least one attribute, of the attributes, for use by a data module. In addition, the device may receive, from the user device, information identifying the data module, the data module: being configured to process the at least one attribute and defining a function to be performed by a data processing pipeline. Further, the device may activate the data module for use by the data processing pipeline implemented by the device and perform an action on incoming data using the data processing pipeline and the data module.

Growing community of inventors

Cologno Monzese, Italy

Danilo Rizzo